Customer Relations Specialist

6 days ago

London, Greater London, United Kingdom Ledger Full time
Customer Support Representative

We're making the world of digital assets accessible and secure for everyone.

Ledger is a global platform for digital assets and Web3, with a team of over 500 professionals developing products and services to enable individuals and companies to securely manage crypto assets.

As a Customer Support Representative, you will be the first point of contact between our customers and the Ledger team, providing quick and efficient technical support and ensuring customer satisfaction.

  • Help deliver a 24/7 Global service, working flexible shifts, generally on a 4 days-on 4 days-off rotations, from 6 am to 6 pm.
  • Communicate clearly and concisely: write clear and well-structured documentation on service tickets and follow up to ensure resolution.
  • Identify recurring support trends and product performance issues, providing timely feedback to our product team.
  • Work to eliminate common support inquiries by suggesting improvements to our knowledge base articles, FAQs, and other support documentation to ensure customers can self-serve as much as possible.
  • Be involved in support escalations as required to ensure timely resolution according to SLAs on technical products.
  • Communicate clearly and work effectively with other teams and departments, such as our R&D, Legal, and Marketing teams.
What we're looking for:
  • Previous experience in customer support or in a customer-facing role.
  • Outstanding written and verbal skills in English.
  • Ability to learn about hardware & software products and to analyse technical and/or factual data.
  • Proficiency in Google docs, sheets, slides, forms as well as Microsoft Excel & PPT.
  • An interest or curiosity for cryptocurrencies and/or blockchain environments is a plus.
  • Proficiency in Salesforce (or other Customer Experience Management Platforms) is a plus.
What's in it for you:
  • Training: Get trained and gain experience in one of today's most exciting and growing industries.
  • Medical: Comprehensive health insurance policy offering extensive medical, dental and vision care coverage.
  • Well-being: Personal development, coaching & fitness with our dedicated partners.
  • Vacation: 28 days of paid leave per year.
  • Social: Frequent social events, snacks and drinks in our Holborn office.
  • High tech: Access to high performance office equipment and gadgets, including Apple products.
  • Transport: Ledger reimburses part of your preferred means of transportation.
  • Discounts: Employee discount on all our products.

We are an equal opportunity employer for all without any distinction of gender, ethnicity, religion, sexual orientation, social status, disability or age.

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